Patents by Inventor Karl H. Koster

Karl H. Koster has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Patent number: 10917521
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: July 17, 2020
    Date of Patent: February 9, 2021
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme A Miranda Villarinho
  • Patent number: 10891940
    Abstract: An approach for optimizing a confidence score threshold that is used to recognize a target word(s) in an audio source. A variety of potential instances of the target word can be detected and classified using an initial confidence score threshold value. Each potential instance of the target word is audibly reviewed and validated by a user. After a determination of the correctness of each potential instance's classification, a different confidence score threshold value can be used to produce an updated set of classification results without requiring the user to revalidate the results. By using a variety of confidence score threshold values to produce various sets of classification results, an optimized confidence threshold setting can be determined for the identified target word based on minimizing errors in the various results. This value can then be applied for future analysis of the target word in an audio source.
    Type: Grant
    Filed: December 13, 2018
    Date of Patent: January 12, 2021
    Assignee: Noble Systems Corporation
    Inventors: Steven K. Mammen, Patrick M. McDaniel, Karl H. Koster
  • Patent number: 10880437
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.
    Type: Grant
    Filed: September 19, 2019
    Date of Patent: December 29, 2020
    Assignee: Noble Systems Corporation
    Inventors: Ellwood I. Neuer, III, Christopher S. Haggerty, Karl H. Koster
  • Patent number: 10785370
    Abstract: In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
    Type: Grant
    Filed: October 9, 2019
    Date of Patent: September 22, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Jason P. Ouimette, Christopher S. Haggerty
  • Patent number: 10750021
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, which may be an alias, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. If the agent is unavailable, various options for routing the call is identified. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: January 16, 2020
    Date of Patent: August 18, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme A Miranda Villarinho
  • Patent number: 10742795
    Abstract: A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent and the optionally suggested callback times may take into account the agent's schedule. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.
    Type: Grant
    Filed: July 26, 2019
    Date of Patent: August 11, 2020
    Assignee: Noble Systems Corporation
    Inventors: Karl H. Koster, Guilherme Villarinho
  • Patent number: 10742810
    Abstract: A contact center dialing a telephone number to a party, such as a debtor, may discover that the number is subject to a prohibition of being autodialed. In other embodiments, a number that was subject to the prohibition of being autodialed is now discovered to no longer be subject to such prohibition. Various mechanisms defined indicate how such a prohibition associated with the number may be indicated in a dialing list and how various contact center architectures may be used to process the dialing list. In one embodiment, separate sub-systems are used to dial separate dialing lists based on whether the number is to be manually dialed or dialed using an autodialer. In another embodiment, another architecture is used to process an integrated dialing list to determine whether a number is to be manually dialed or autodialed.
    Type: Grant
    Filed: October 19, 2018
    Date of Patent: August 11, 2020
    Assignee: Noble Systems Corporation
    Inventors: Teresa Gudger, Karl H. Koster
  • Patent number: 10674011
    Abstract: An enhanced abandoned call recovery (“E-ACR”) process allows certain abandoned calls to be eligible for a callback call. An E-ACR assignment point defines which abandoned calls in an inbound campaign or interactive voice response (“IVR”) menu are eligible to be processed to determine whether the E-ACR callback should occur. The determination of whether a callback occurs involves various compliance tests, such as ensuring calling window, call attempts, and other regulatory concerns are addressed. Once a callback is determined to occur, it is associated with a specific campaign to ensure the called party is provided with agents having the skill set as defined for that assignment point. In this manner, only eligible callers receive an E-ACR callback, and further receive the callback in a compliant manner and handled by the same skill set of agents as would have been allocated to the caller had they not abandoned their call.
    Type: Grant
    Filed: May 4, 2017
    Date of Patent: June 2, 2020
    Assignee: Noble Systems Corporation
    Inventors: Jason P. Ouimette, Jason S. Conner, Karl H. Koster
  • Patent number: 10623567
    Abstract: Systems, methods, and computer readable medium are disclosed for facilitating management of consent related information for an agent in a contact center. Upon receiving a request from a party to modify consent for receiving future communications, the agent may select an icon on their computer to manage consent. In one embodiment, one or more telephone numbers and their associated consent status is displayed to the agent. The agent may modify the consent status for a telephone number associated with the party. In another embodiment, the agent may select an icon that modifies the consent related information to reflect that consent has been revoked for all numbers and channel types thereof associated with the party.
    Type: Grant
    Filed: April 24, 2018
    Date of Patent: April 14, 2020
    Assignee: Noble Systems Corporation
    Inventors: Andy E. Perdue, Karl H. Koster
  • Patent number: 10601996
    Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.
    Type: Grant
    Filed: March 15, 2019
    Date of Patent: March 24, 2020
    Assignee: Noble Systems Corporation
    Inventors: Richard Holman, Karl H. Koster, Chad Hitchcock, Marlon F. Araujo
  • Patent number: 10554821
    Abstract: A method for identifying and processing neighbor spoofed calls in a VoIP carrier's switching network where individual switches may be independently upgraded to authenticate calling party numbers using SHAKEN/STIR enabled switches. The switch ascertains a local routing number (“LRN”) of the calling party number for unsigned incoming calls to be terminated. If the LRN is that of the switch, and the call is unsigned, then the switch knows the call has a spoofed calling party number, and the switch may terminate the call as appropriate for a neighbor spoofed call. As the carrier enables others switches to be SHAKEN/STIR enabled, the terminating switch can determine the LRN for incoming calls and ascertain whether the call originated from a SHAKEN/STIR enabled switch. If so, the call should be signed. If not, then the switch processes the call as having a spoofed calling party number.
    Type: Grant
    Filed: April 11, 2019
    Date of Patent: February 4, 2020
    Assignee: Noble Systems Corporation
    Inventor: Karl H. Koster
  • Patent number: 10530928
    Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing AMD meta-data about a known greeting from an automatic voice messaging capability (“AVMC”) on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number and the greeting detected is analyzed using the AMD meta-data to make a comparison determination if AMD meta-data obtained from the current greeting matches that stored so as to determine whether the current greeting originated from an AVMC or from a live person. In certain embodiments, a real-time speech analytics (“RTSA”) system is used for processing the greeting to obtain the AMD meta-data which is stored and used when comparing subsequently obtained AMD meta-data. Calls to telephone numbers for which there is no stored AMD meta-data results in analyzing the greeting in order to obtain and store AMD meta-data.
    Type: Grant
    Filed: March 15, 2017
    Date of Patent: January 7, 2020
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Jason P. Ouimette, Karl H. Koster, James K. Noble, Jr.
  • Patent number: 10523814
    Abstract: A robocall management system (RMS) comprises a service switching point switch, a service control point, and a robocall confirmation system, that all cooperate in processing incoming calls to a subscriber. If the call is not a robocall, the call will be delivered to the subscriber as normal. If the call is, or may be, a robocall, then call will be diverted to the robocall confirmation system, which will determine whether the caller is a live person or a computer playing an announcement. If the caller is a live person, then the call is offered to the subscriber. If the caller is a robocaller, then the robocall announcement is recorded by the robocall confirmation system and made available to the subscriber should they choose to listen to it. Various algorithms may be employed along with external data to ascertain a likelihood of whether the call is a robocall.
    Type: Grant
    Filed: August 22, 2017
    Date of Patent: December 31, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Mark Moore, Karl H. Koster
  • Patent number: 10523816
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for changing an interaction taking place between an agent and a party from a first channel of communication to a second channel of communication. A communication assembly comprising the interaction is linked to a first communication session currently being held between the agent and party using the first channel of communication. A second communication session to be held between the agent and party using the second channel of communication at a future time is reserved and linked to the communication assembly. The first communication session is then terminated and at the future time, a communication involving the party and using the second channel of communication is established. Accordingly, the communication is linked with the second communication session and routed to the agent so that the agent can interact with the party over the second channel of communication.
    Type: Grant
    Filed: October 24, 2017
    Date of Patent: December 31, 2019
    Assignee: Noble Systems Corporation
    Inventors: Ellwood I. Neuer, III, Karl H. Koster, Christopher S. Haggerty
  • Patent number: 10516781
    Abstract: A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, the call record can be processed to originate a SMS text call, where the agent also determines when the call originates. In each embodiment, the agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. Once the dialing mode is selected, it may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.
    Type: Grant
    Filed: October 17, 2018
    Date of Patent: December 24, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Karl H. Koster, Jason P. Ouimette
  • Patent number: 10477023
    Abstract: Answering machine detection (“AMD”) processes in a contact center is used to derive and store AMD meta-data about a known greeting from an automatic voice messaging capability (“AVMC”) on a telephone call to a known number. The AMD meta-data is used in subsequent calls to that known number wherein the greeting detected is analyzed using the AMD meta-data to make a comparison if the current greeting is the same of that previously encountered. If the current greeting is the same as previously encountered, this suggests the number has not been reassigned. If different, this suggests the number was reassigned. If the distinction is not clear, then the agent may perform a manual comparison of the audio speech and/or a transaction of the greeting. If the number is reassigned, then a number validation for the intended individual can be performed to verify whether the number was reassigned.
    Type: Grant
    Filed: October 15, 2018
    Date of Patent: November 12, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventor: Karl H. Koster
  • Patent number: 10469666
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for allowing an agent to interact with a party using multiple channels of communication. A notification is received of a communication involving a party that uses a first channel of communication. In response, a first communication session is identified that involves a series of communications between the party and an agent using a second channel of communication different than the first channel of communication. Furthermore, a communication assembly linked with the first communication session is identified that represents an interaction taking place between the agent and the party. Accordingly, a second communication session is begun for the communication and is linked with the assembly. The communication is then routed to the agent so that the agent can interact with the party over the first channel of communication while interacting with the party over the second channel of communication.
    Type: Grant
    Filed: June 14, 2018
    Date of Patent: November 5, 2019
    Assignee: Noble Systems Corporation
    Inventors: Christopher S. Haggerty, Karl H. Koster
  • Patent number: 10462295
    Abstract: In various embodiments, a predictive dialer in a contact center is managed by a Communication Attempt Management System (“CAMS”) that manages the total number of communications attempts, including voice calls, originated to an individual associated with an account within a period of time. In particular embodiments, a list comprising account data of a plurality individuals may be processed by the CAMS to identify those accounts which have exceeded a weekly limit on the number of allowable communication attempts and are not authorized to receive further communications in that period of time. The list is modified to reflect those accounts which have not exceeded their corresponding limit and are authorized to be contacted. The modified list is provided to the predictive dialer, which then originates a call to each account. The CAMS may then update each account to reflect each communication attempt made by the predictive dialer.
    Type: Grant
    Filed: December 1, 2017
    Date of Patent: October 29, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Karl H. Koster, Christopher S. Haggerty, Jason P. Ouimette
  • Patent number: 10277745
    Abstract: Answering machine detection (“AMD”) processes in a contact center are improved by obtaining and storing call pickup times regarding answered calls. The call pickup time is based on the time between detection of a signaling message indicating the call was offered to the remote interface and a signaling message indicating the call was answered. The value of the call pickup time may be useful to determine if an automatic voice messaging capability (“AVMC”) or a live human answered the call. In other embodiments, the call pickup time is used to generate a call pickup time weighting factor that is used to supplement the analysis of the initial audio greeting after the call has been answered to determine whether an AVMC or live person answered the call. The analysis can be used to determine whether the AVMC is an answering machine or a voice mail service.
    Type: Grant
    Filed: May 30, 2017
    Date of Patent: April 30, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Marlon F. Araujo, Richard Holman, Chad Hitchcock, Karl H Koster
  • Patent number: 10237405
    Abstract: A real-time speech analytics system (“RSTA system”) detects speech during a call involving a contact center agent and a remote party. Upon detecting the speech, an event message is generated by the RTSA system and transmitted to a checkpoint and alert reporting module (“CARM”), which is configured to generate and update a checkpoint widget displayed to the agent. The CARM may also store, and retrieve, meta-data regarding speech which may have been detected in conjunction with the checkpoint. The meta-data may be stored in a manner that is separate from storing the audio recordings of the call. The CARM may also process user search queries for checkpoint meta-data for calls based on various specified criteria. The checkpoint meta-data for a particular call may be then selected and reviewed by the supervisor separate from the retention of the audio of that call.
    Type: Grant
    Filed: July 9, 2015
    Date of Patent: March 19, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: Ellwood I. Neuer, III, Karl H. Koster, Jason P. Ouimette